Customer Experience Leader

About the role

Own the customer-experience lifecycle for a youth sports events company: lead a distributed CX team, build support systems/automation (Zendesk, AI), and treat CX like revenue (conversion, cancellations, disputes/refunds, collections).

Requirements

• Strong systems thinker who turns messy workflows into repeatable processes
• Proven people leader who can coach and hold a team accountable
• Revenue-minded and comfortable measuring business impact
• Excellent written communicator with strong judgment and customer empathy
• Comfortable with Zendesk or similar tools, automation, AI, dashboards, and data

What you'll do

• Own the customer journey across brands, channels, and the full pre-event/event-day/post-event lifecycle
• Build playbooks, automated communications, self-service content, standards, and workflows
• Improve conversion from inbound questions, save cancellations, manage disputes/refunds, help collect outstanding balances
• Coach a distributed team of specialists and freelancers, building weekend and event-day coverage
• Launch Zendesk, deploy AI where it creates leverage, track performance, partner with Tech on improvements

Where this was posted

• exactsports.com

  last seen 2mo ago
  View on exactsports.com